AccountId: 011433970860
ContactId: 30aa04cb-70b0-41d5-8f49-e44e1cd34c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133729 ms
Total Talk Time (AGENT): 54359 ms
Total Talk Time (CUSTOMER): 46007 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/30aa04cb-70b0-41d5-8f49-e44e1cd34c42_20250218T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Homestead Hospital's registration. I'm calling to verify a patient's um insurance, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the um member's insurance in terms of eligibility and like benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Policy number is 024.
[CUSTOMER][NEUTRAL] 62557
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK. Um first name is [PII] Last name is [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, emergency room.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So the benefit is up to $2500 per calendar year, which does include the hospital emergency room. Um, did you want me to see if any of that max has been used?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, that's OK.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, can I just have um the initial of your last name, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a good rest of your evening.
[AGENT][POSITIVE] You also [PII] and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.